Job at a glance
Our client is a global distribution company that offers Express Deliveries, eCommerce Solutions, 3PL Warehousing & eCommerce Fulfillment, and Freight & Logistics Services. We are looking for a Full-Time Freight Operations Manager to join their team in Amman. This position is reporting to the Country Manager. Job Responsibilities: Lead the Customer Service team to ensure compliance with company policies and procedures.
Manage existing accounts and identify new business opportunities. Maintain good relations with key accounts, analyze their needs, and propose tailored solutions. Generate leads through cold calls, networking, and industry connections. Ensure delivery of high-quality service to assigned client segment. Oversee clearance operations (Import/Export) and resolve issues with customs brokers and shipping lines.
Analyze client needs and escalate issues to the Regional Director when necessary. Coordinate accounts for money settlement related to customs duties and customs brokers. Define standard operating procedures for local operations processes. Monitor and approve payment and billing files of the Customer Service team. Resolve customer complaints according to company policy and escalate as needed. Coordinate with department managers to address client problems and requests.
Follow up on team's claims and ensure closure within defined KPIs. Coordinate with CRM for claim management and operational plans. Provide training and guidance to new and existing team members, especially during challenging situations. Ensure adherence to company protocols and standards in customer communication. Analyze performance data and ensure quality and productivity standards are met. Manage customer service response time, call etiquette, surveys, and claims to enhance customer experience.
Job Requirements: Bachelors degree in business administration, Logistics, Supply Chain Management, or a related field. 5 - 8 years of experience in operations management, preferably in the logistics field. Proven leadership abilities with experience in managing and developing teams. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Familiarity with inventory management systems and logistics software.
Fluent in English. Additional language a plus. Eligibility to work in Jordan. If you think you are the right person for this job opportunity, please send us your CV!